In a webinar on November 10 sponsored by MarketTools and Wind River (News - Alert), Barry Mainz, COO of Wind River will discuss the ways in which the company has shifted to a customer-centric organization. Improving significantly with customer satisfaction and loyalty, Wind River instituted a Voice of the Customer program.
Titled, “Beyond Customer Support: Using a Voice of Customer Program to Transform into a Customer-Centric Organization,” the webinar features Mainz who was named a “2010 1to1 Customer Champion” by 1to1 Media. Responsible for Wind River’s customer support, field technical engineering, corporate sales, sales operations and information technology, Mainz is one of only 15 executives recognized for being customer-centric leaders who understand that engaged customers make a positive impact to a company’s bottom line.
Jodi Koskella is MarketTools’ representative for the webinar. She manages the Enterprise Product Marketing for MarketTools CustomerSat offering, and is responsible for strategy and communications around Enterprise Feedback Management. Bringing 15 years of B2B software marketing and consulting expertise to MarketTools, she is an expert in web analytics.
Mainz will discuss some important points for organizations requiring change in order to effectively become customer-centric including how to move from satisfaction to loyalty, how to get buy-in from executives, how to make customer support a differentiator, and how to use enterprise feedback management to power the Voice of the Customer program.
Juliana Kenny graduated from the University of Connecticut with a double degree in English and French. After managing a small company for two years, she joined TMC (News - Alert) as a Web Editor for TMCnet. Juliana currently focuses on the call center and CRM industries, but she also writes about cloud telephony and network gear including softswitches.
Edited by Juliana Kenny
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